Complaints

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have not received consistent weekly service from Integrity Pools and now have a green pool. **** spent all week trying to work with them to get someone out to help us. We were told they would be at our house on Thursday but they never came. Our regular weekly scheduled day is Friday and they still didnt show up. We contacted them numerous times and finally had a service guy call back to tell us we were his last stop. By 6:30pm he still had not shown up and when we called he said he wasnt going to be able to come. We have paid $6,000 in repairs as well as $200/month for weekly service for 2 1/2 years and cannot believe this is the customer service they offer. Be careful when using this company.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A Full remodel of our pool was done 11/22 thur 01/24.The areas pictured began coming apart and cracking 3/24 Spent $60k on remodel Integrity Pools will not honor their warranty

  

  Business response

  09/27/2023

  Integrity Pools is truly sorry for the frustrations the customer is experiencing. Honoring our warranty is of the utmost importance and is why we offer a 3-year warranty instead of the 1-year offered by our competitors. Part of the Remodel Specialist process is to diagnose the issues, take photos and videos, and discuss the remedies with the customer. The customer then will decide what work they agree to and disclaimers are added for the work recommended the customer doesn't want to complete. Sometimes with all the information provided to the customer, it can be overwhelming and conversations can be forgotten or the customer understands the risks and rolls the dice. This is why Integrity Pools believes this is not a warrantied item because it was diagnosed, and discussed, the customer selected the options, the estimate was discussed line by line, the disclaimer was added to the estimate,  " Note: Homeowner is aware that Integrity Pools can not be responsible for stone that separates from deck as a result of ground shifting. Thats the issue your currently having and the main reason for the separation. This could happen tomorrow, in a month or in a year if we continue to have such dry weather". The customer agreed and signed the estimate and a change order with the same disclaimer. The contract signed by the customer also addresses ground movement and shifting are not warranted items. The extremely hot summer, lack of water, improper drainage, and soil movement are all contributors to the issues. Once the customer contacted the office, it was addressed by sending the field rep, operations director, lead field tech, concrete specialist, and soil specialist to give expert opinions and remedies. The customer wasn't interested in the remedies because of the costs. The customer has stated if he had known he would have wanted to fix it properly. Integrity Pools did diagnose, discuss, and install what the customer approved knowing the potential issues could return.  
  
  
  Integrity Pools firmly believes there are cost-effective resolutions to these issues and would be willing to discuss them with the customer. 

  Customer response

  10/08/2023

  What is the point of a complaint system if you just close the complaint?

  I was out of town for 10 days when the companies reply was posted and was unable to respond.

  Integrity Pools Should not have a good standing relationship with BBB based on how they respond to their work falling apart very soon after building it!

• Initial Complaint

  07/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a plaster, coping, tile job completed on my pool and after job was completed my pool started leaking. I asked the company to check for a leak and they said they would after I paid $875 for the leak detection test. This was sometime in may 2023. I had to text a couple different people only for them to argue with me that the leak could be my fault and I have to pay for them to detect the leak they obviously created.I ended up going with another company that did indeed find a leak due to a poor plaster job near the pool light. They also charged me $400 compared to the $875 offered from integrity after I paid close to $15K for the job they completedpoorly. So because of Integritys poor work I had to pay an additional $1150 for a leak detection test to be done and to fix the problem Integrity created. At minimum it would be nice to have that bit reimbursed. I think something should be done and others should be warned about integrity pools poor customer service. And not backing their work. It was a dead end road trying to text some salesperson arguing with me about paying to find a leak they created. I have attached paid receipts from Integrity pools and also attached 2 checks paid to on the spot the company that found and fixed the leak.

  

  Business response

  08/02/2023

  ********,
  
  We are sorry for the unsatisfactory experience with the warranty process. We would like to discuss this with you more and find a resolution. 
  
  Our records show the project was completed in September 2022. The next communication is *** of 2023, If there was communication prior to this time we apologize but we weren't able to locate it. Part of our warranty process is to determine when the work was completed and when the issue was reported. Since 8-9 months had passed with no reports of the leak, the process is to schedule a leak detection with the understanding if it was directly due to the work performed we would cover the cost but if not it would be at the customer's expense. From the description you provided, you decided to select another company and have them perform the repairs. This didn't allow us to review the leak detection report and determine the cause of the issues. The checks for payment were uploaded but we don't see the report, Would you be able to provide it too? 
  
  The office will reach out to you and set up a time to work toward a resolution.  

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In July of 2022 I contacted Integrity Pools to replace a booster pool pump motor. Mine had stopped working. Upon arrival they agreed it needed replaced and recommended a new pump that they stated was top of the line. They installed the pool pump. At the end of May I arrived home to hear something running rather loudly in the backyard. I traced the sound to this pool pump. I turned it off manually. The next day I turned it back on and this time it only made a loud humming sound. I called Integrity Pools and they came out about 3 weeks ago and said it is shot but not to worry since it is under a 1 year warranty. I have been given the run around for the last 3 weeks. Their communication has been terrible.In addition they came out 4 separate times to fix the backwash that was leaking. Each time it was a different excuse ranging from having to run back to the office, to needing another part, to fixing it and saying it was not leaking when it clearly was. Several hundred dollars later it is leaking worse than what it was before.and they recommended yet another part. I just told them to stop since they obviously have no idea what they are doing. I saved all of the text messages with their excuses.I called my regular pool guy and he about fell over laughing at their inability to fix the backwash valve. He told me exactly what was needed. In addition he stated that the pool pump they sold me they stated was top of the line was basically junk and has known quality issues. He said they have since relased a newer model which is much better.At this point I want a refund. I don't trust them to do even simple repair jobs.I'm not sure what I find more appalling - their inability and lack of knowledge for basic repairs or that they use 'INTEGRITY' in their company name as they obviously have none.I paid 3 invoices last summer:$195.95 $1111.48 $175.00

  

  Business response

  06/26/2023

  Integrity Pools has submitted a warranty claim through the manufacturer as it was passed our allotted warranty time frame and the manufacturer will be addressing this issue.  The new slide valve assembly will be installed on 6/29.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Repeated issues with non-communication, no-showing, then performing subpar work. The original pool light was never properly reattached, as we were assured by **** that it would be. The refilling of the pool had to be stopped today because that area is now the cause of a significant leak. This was entirely avoidable if the work was done properly, as promised, and as agreed to.

  

  Business response

  06/26/2023

  Integrity Pools was in constant contact with the customer and resolved the issue with the light that day. The pool is now full of water, there is no leak, and the plaster care treatments are complete.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They charge $175 to clean my pool. They have not shown up on schedule two weeks in a row. If I do not call the office and spend twenty minutes on the phone with them, they charge me for a cleaning they did not do. When their cleaner does show up, he has only done a passable cleaning two times. Other times he just throws some chemicals and cleans the robot basket. He does NOT clean the steps, or the jaccuzi as the contract states.

  

  Business response

  04/18/2023

  We have been in communication ************** and come to an agreement between both parties, resolving the refund request.  

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Integrity Pools to resurface my pool and then pour concrete around my pool. At first, the salesperson was very responsive and available, and while they don't build decks, recommended deckmasters to build it and coordinated and communicated with them. Once I signed the contract on Aug 1, the salesperson was either fired or left the company. The supervisor claims that everything was handed off fine and everything will be on schedule with work starting in September. 2 weeks in after ripping up my backyard, they claim they didn't know about the patio build even though the supervisor took a copy of my plans the first time I met him. I arranged for a meeting with deckmasters and now, they claim they cannot continue without permits and they are not moving forward. They deposited my checks that they were holding even though the work is not complete, thus have taken more than $24K and haven't done anything. They asked me to install drainage to their specs, then rip it up without telling me. After 3 additional weeks of delays they are doing nothing and the office person just keeps claiming they are not moving forward. There's no single point of contact, there's multiple people claiming different things and they take no responsibility for their actions, even if someone representing their company makes a promise. Avoid them at all costs!

  

  Business response

  12/07/2022

  Business Response /* (1000, 5, 2022/11/07) */ Unfortunately we are not liable for the company that was used for the deck having only suggested them as I possible option for the deck. Integrity Pools is currently waiting on the city of Plano to tell us whether the conduit that Deck Masters installed needs to be removed before we can continue our work on this property.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Integrity Pools was hired for a full renovation in 2021. This included replacing the decking, plaster, coping and tile, adding a bench, tanning ledge, fountains and new equipment. We recently discussed concerns with Integrity about their work: tile falling off shedding glass shards into the water; sections of pavers sinking/ heaving; and cracks in the plaster. After a brief inspection Integrity stated that they wouldn't warranty the repairs, but they would investigate and get back to us. We've attempted to contact them on multiple occasions without result and have explained that during the renovation many incidents occurred that directly relate to the current issues. Beginning with tile prep in May Integrity entirely re-structured the walls above the water line. Photos taken at the time show no reinforcement, only a construction of thin blocks and random materials found on site. In June a questionable concrete block bench was constructed, steps extended, and the spa filled with debris. Tiles have since broken and fallen off in both these areas and we're worried of future structural complications. In July a pipe severed by their crew was found. During repair a leak was located in a new fitting near the steps causing the pool to be drained, plaster removed and replaced with a mismatched patch. The deck near this leak is now sunken. A crack also appeared in and below the new skimmer; the pool drained a 2nd time. The repaired tiles here have fallen off again. In Oct. pavers by the fountains began sinking. While resetting them another pipe was broken, buried and later discovered. We witnessed the quick plumbing fix by the paver crew, replacing stones without prep work to the damaged soil. The wall in front of this area now has cracks, the deck is a safety hazard and steps detached. We were patient during the chaotic process, vocal of our concerns and believed the owner Matthew when he insured us that he would stand behind the work. Now we've lost all confidence in them.

  

  Business response

  01/20/2023

  Business Response /* (1000, 10, 2022/11/07) */ There has been a discussion with the customer that the issues they are experiencing are due to the ground shifting and that Integrity Pools is not liable. We will consult with the paver company to check whether correct materials were used, however the issues with the pool and the cracked tile are not Integrity Pools responsibility, and we consider this workmanship closed. Consumer Response /* (3000, 12, 2022/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is obvious that Integrity's poor workmanship is the direct cause of the issues we've outlined in our complaint. As confirmed by a third party inspection (attached to this case) the tile was installed incorrectly and the ledge wall, bench and steps were built without proper support structure and with non-industry standard materials and left over debris. Moreover the pavers are sinking due to water leaks caused by Integrity's crew and their inadequate repairs. The evidence is overwhelming that this is clearly a case of Integrity's negligence and a flagrant attempt to circumvent a fraudulent warranty. Business Response /* (4000, 16, 2022/12/22) */ 11/29/22: Integrity Pools is currently addressing the paver issues by removing, resetting, and replacing all the pavers to remedy this issue. In regards to the bench, steps, and glass tiles, Integrity Pools used industry standard practices and materials to complete the work. The customer's ground continues to shift, which causes the issues the customer is having. As a company, we would be willing to address these issues at the customer's cost. However, Integrity Pools cannot be held liable for any future damages due to more ground shifting.

• Initial Complaint

  10/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a comprehensive leak detection. A report was sent to me on 8/22/2022. It was not comprehensive. Equipment not checked. Cracks in bottom of pool not checked, the bubbles coming out of the skimmer not addressed. I have been trying for well over a month to have it redone with me being present. They refuse. They could not answer my questions with regard to the other potential leaks. The reason being, they subcontract detections. They have no idea what needs to be done. They plan on coming out and busting up my deck until they find i the leak. Bottom line, I have tried to work with this company, but I very little faith in integrity pools. Their people are not on the same page with each other. I would like a full refund on the detection they subcontracted. I will start over with a new company.

  

  Business response

  12/07/2022

  Business Response /* (1000, 9, 2022/11/08) */ Customer was unhappy with Leak Detection results, so we had Allpro do another assessment with more details. Customer wants exact location of any and all leaks, which we believe no company can do with 100% certainty. Consumer Response /* (3000, 11, 2022/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Company never responded to the BBB. I did not expect them to respond. I gave them many opportunities to make this right prior to reporting them to the BBB. Very Very poor customer service. I do not understand why this company was rated high. They really are terrible. Maybe they were good once, but not now. They are not full service company as they advertise. They contract their work out to other companies. Avoid this company. I have to start over with my pool leak since they were never able to answer basic questions with what was found (they contracted the job). Advice, find a company that does both leak detection and repair in house. Integrity Pool does not have integrity. Good luck out there. Business Response /* (4000, 13, 2022/11/10) */ Integrity Pools has gone above and beyond to remedy this situation. The customer is asking for more details than what typical leak detections provide. We have gone over the results with the customer and gave him all the information available for where his potential leaks may be. Integrity Pools also waived part of the fee as a sign of good faith. Consumer Response /* (4200, 15, 2022/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am laughing at this response. You say I'm Asking for more than a typical leak detection!! I don't think it's beyond the scope... Is asking for the cracks on the bottom of the pool be checked for leaks? Is asking that my pool equipment be checked for leaks? When I asked you to check these areas you refused. (I know you didn't check equipment because I knew I had a leak in my booster pump it should have shown in the leak inspection) You failed. A typical leak detection would have checked these areas. I dare you say those areas are not part of a typical inspection. You provided inferior work or at a minimum incomplete work. Your report was weak, not detailed, and incomplete. I even provided you a sample typical leak detection report showing what it should look like and what is checked. I am not a person to complain without a solution. I am a reasonable person. My requests were not unreasonable. The questions I asked were in the scope of what should be done. Additionally, when I asked about your plan to repair based on the weak report you could not tell me. Your people had no idea. Jackhammering though my pool deck and hope you find the leak is not a good answer. The contractor you used failed to do the job right. You are deceptive on your web sight showing your company doing the leak detection by the way. I chose your company on the bases you did all your own work. I gave you many opportunities to get it right. You continued to refuse. So give me a break when you say it's beyond the scope of typical. Poor work happens and it's not on me to have you do what I am paying you to do. That's on you. Sidebar: it took me 3 weeks of back and forth to get you to admit you didn't do the leak detection but contracted it. That fact made it real clear why could not answer simple questions. This discount you "gave" me. The reality....You gave me two prices. You quote one price on the phone then raise the price 100.00 when you arrive. I think that's called bait and switch. I made you use your original quote. So don't put out there you're doing me favors. I was holding you to your quote. More deception or incompetence? I'll let others decide on which it was. Neither is good for you. The only way to resolve this on my side is to refund my money and I can start over with another leak detection and repair service. You know this was an incomplete report, I know it was an incomplete report. Blame your contractor. If this is resolved to my satisfaction. This will end it for me. If you want to play games, I can move on to other ways for resolution. Respectfully, Let it stop here. Business Response /* (4000, 17, 2022/11/15) */ Integrity Pools fully refunded the customer the price of the leak detection on 11/15/22.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We hired Integrity Pool to resurface our in-ground pool. As part of our contract, Integrity was converting our spa to a tanning ledge. The remodel started last Friday 9/16/22 with tile work and spa conversion. The crew returned today (9/19/22) to finish these two portions of the remodel. I went out this afternoon to check the progress and noticed they had filled the spa with the debris and trash from the work they had been performing. I questioned the crew about this debris in the spa to which he replied this is how they are going to be filling in our spa then pouring the concrete on top. This did not sound right to me, as this would have a large amount of void spaces thus not provide adequate support for the the tanning ledge. I spoke with one of their field service tech, who advised me this is their standard practice. He further instructed me to contact other pool remodeling businesses. So, I did! I talked to three separate businesses, each of them saying the same thing. "This is not the industry standard!" I called Jill (CS rep), I explained my concern and what I had been told by the other three businesses. I also expressed my desire to have a suitable base material used and also stated this should happen without an increase in price to our contract. I then received a phone call from the "concrete guy, as they called him". He and I had a brief discussion about this and he understood my concern but continued to convince me using debris/trash was normal and acceptable. David our estimator, sent me a text message saying my request will cost an additional $995. I immediately called to inform him we would not be paying anything additional because their practices are substandard. I told David "do the work right or don't do it at all". Jill then called informing me they would not finish the job and demanded we pay for the tile and demo work. We are left with a pool in pieces and now will cost us considerably more to have someone else clean up their mess.

  

  Business response

  12/27/2022

  Business Response /* (1000, 9, 2022/11/08) */ Customer was not happy with standard use of construction fill to fill in the spa for construction of the tanning ledge. To complete Construction per the customer's preferences, there would have been additional charges. The customer opted to cancel due to these charges. Therefore we did not move forward. Consumer Response /* (3000, 11, 2022/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is not true. Their definition of "standard material" is debris and trash. I spoke with several other pool remodeling contractors, all of which advised this was not the standard and would lead to additional problems later one. The response of, "customer opted to cancel" is also not true. I offered to pay the additional fees associated with proper fill material. Integrity pools refused fulfill their end of the contract.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩